EverPro - Customer Marketing Manager

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

About EverPro and Service Fusion: 

Within EverCommerce, EverPro focuses on delivering specialized solutions to specific verticals. This role will be dedicated to supporting the Service Fusion business, a robust field service management software designed to streamline operations and drive growth for trade professionals. We're committed to fostering strong customer relationships and maximizing the value of Service Fusion for our users. 

Role Overview: 

The Customer Marketing Manager, EverPro (Service Fusion) will be the driving force behind customer engagement, retention, and advocacy for our Service Fusion users. You will develop and execute targeted marketing programs that not only increase product adoption but also build a thriving community of Service Fusion users within the field service industry. This role demands a deep understanding of the field service industry, a passion for customer success, and the ability to translate data-driven insights into impactful marketing strategies. You will be responsible for driving key Customer Marketing KPIs, including Customer Retention, Satisfaction, and Growth. 

Responsibilities: 

Develop and Execute Service Fusion-Specific Customer Marketing Programs:  

• Design and implement customer lifecycle marketing campaigns tailored to the unique needs of Service Fusion users, including onboarding, feature adoption, and retention. 

• Create and manage targeted email campaigns, in-app messaging, and educational webinars focused on optimizing Service Fusion usage. 

• Develop and manage customer loyalty programs and initiatives that reward Service Fusion users for their continued engagement. 

• Leverage marketing automation platforms (preferably Marketo) to communicate with customers and optimize pre-sale and post-sale processes. 

Drive Service Fusion Customer Retention and Advocacy:  

• Analyze Service Fusion usage data and customer feedback to identify opportunities for improving customer retention and reducing churn within the Service Fusion user base. 

• Develop and execute customer advocacy programs, including Service Fusion-specific case studies, testimonials, and user-generated content. 

• Cultivate a strong Service Fusion user community through online forums, industry events, and targeted engagement initiatives, including managing brand reputation through customer communications on email, in-app messages, Facebook groups, and review sites. 

Collaborate Cross-Functionally with Service Fusion Teams:  

• Work closely with the Service Fusion product, sales, and support teams to ensure a cohesive and seamless customer experience. 

• Partner with content and creative teams to develop compelling marketing materials that resonate with Service Fusion users. 

• Collaborate with analytics teams to track and measure the effectiveness of Service Fusion customer marketing programs. 

• Lead initiatives to ensure a clean hand-off between pre-sale and post-sale teams, minimizing customer drop-off during implementation and the first six months. 

• Facilitate knowledge transfer with the wider marketing group and sales teams to improve understanding of customer sentiment and gather testimonials for sales enablement. 

Measure and Report on Service Fusion Performance:  

• Track key Service Fusion customer marketing metrics, including product adoption rates, customer lifetime value, advocacy metrics, and key CMM KPIs (Customer Onboarding, Retention, Satisfaction, Growth). 

• Analyze campaign performance and provide regular reports and insights to Service Fusion stakeholders. 

• Use data-driven insights to optimize Service Fusion customer marketing strategies and tactics. 

• Report on customer-centric metrics, proactively identifying risks and opportunities based on data trends. 

Stay Up-to-Date on Field Service Industry Trends:  

• Research and stay informed about the latest trends and best practices in the field service industry, specifically as they relate to Service Fusion users. 

• Identify and evaluate new technologies and tools that can enhance Service Fusion customer engagement and loyalty. 

• Utilize Planhat to manage and analyze customer data and improve customer relationships. 

• Create, own, and drive marketing project plans and timelines to ensure ongoing program development and success. 

Skills and Experience Needed for Success in This Role: 

• 5+ years of experience in a B2B or B2C customer-centric marketing role, with a strong focus on customer retention, churn reduction, upsell, and cross-sell. 

• Experience using marketing automation platforms (preferably Marketo) and CRM systems (Salesforce). 

• Strong understanding of customer lifecycle marketing and customer retention strategies, with a focus on how they apply to the field service industry. 

• Proficiency with Planhat, WordPress, Google Analytics, and other campaign analysis tools. 

• Proven track record of developing and executing successful customer marketing programs, ideally within a SaaS environment, with experience related to field service management or similar trade industries being a huge plus. 

• Excellent communication, interpersonal, and presentation skills. 

• Data-driven mindset with a focus on measurable results. 

• Ability to multi-task and prioritize effectively in a fast-paced, collaborative environment. 

• Excellent organizational, time, and team management skills. 

• Experience with building and managing customer communities, especially within the trades, is a significant advantage. 

Where:

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States, if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America. 

Benefits & Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

• Robust health and wellness benefits, including an annual wellness stipend

• 401k with up to a 4% match and immediate vesting

• Flexible and generous paid time off

• Employee Stock Purchase Program

Compensation:

The target base compensation for this position is $95,000 - $105,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!